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EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:

1. Deming proposed a system of continuous improvement.
Which four activities does this system involve?

A) Plan. Perform. Audit and Improve
B) Plan. Perform. Evaluate and Act
C) Plan. Do. Evaluate and Act
D) Plan. Do. Check and Act

2. Why is it important that the Service Desk attempts to link an Incident to a Known Error?

A) because this allows incidents to be better tracked
B) because otherwise Problem Management cannot work
C) because this means the incident can be resolved more quickly
D) because this is part of the IT Service Management model

3. Which process aims to prevent incidents resulting from changes to the IT infrastructure?

A) Problem Management
B) Availability Management
C) Incident Management
D) Change Management

4. What is the contribution of Availability Management to the Service Level Management process?

A) Availability Management acts in consultation with users to determine the availability of IT services.
B) Availability Management ensures that a Service Level Agreement (SLA) is available for all users.
C) Availability Management supplies data about the availability requirements of users.
D) Availability Management provides information about the availability of the services being provided.

5. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) the Planning & Implementing Service Management process
B) all of the processes within the scope
C) the Requirements for a Management System process
D) those that support business critical services

Solutions: